Default campaigns

Each of the default campaigns described below has been created to achieve certain benefits for the dealership. They cannot be deleted but can be made inactive by a Dealer Administrator.

The Dealer Administrator can copy a default campaign as a starting point for creating their own campaigns.

To create a customized campaign or to make a campaign inactive, refer to Campaign settings.

 

Missed / No Show Appointment

This phone campaign is a recurring campaign and includes all customers who did not show up for their scheduled service appointment on the previous business day. Following up with these customers to reschedule their appointment helps to retain customer loyalty and improve dealership revenue.

Appointments for Tomorrow

This phone campaign is also recurring and includes all customers with an appointment on the following business day(s): If the Appointment Coordinator logs in on a Monday, they will see appointments for Tuesday, but if they log in on Friday, they will see appointments for Saturday, Sunday and Monday.

These customers should be reminded of their appointment as it helps to improve show rate. This in turn helps ensure effective allocation of service resources to meet the demand, along with improving dealership revenue and customer loyalty.

Appointments in Next Two Weeks

This phone campaign is recurring and includes all customers who have a service appointment scheduled for two weeks from today. These customers should be contacted by Appointment Coordinators as it has been shown that a reminder call helps to improve show rate. This in turn ensures shop-loading and capacity management is effective, along with improving dealership revenue.

Note: A task in either the 'Appointments for Tomorrow' or 'Appointments in Next Two Weeks' campaigns will automatically expire if its appointment date is equal to or earlier than today's date. Expired tasks will no longer be shown in the associated task list.

No RO in Past 6-9 Months

This phone campaign includes all customers who have not serviced their vehicle at the dealership in the past 6-9 months and have no appointment currently booked. For example, if the campaign is scheduled for July 2018, customers with no service between October 1, 2017 and December 31, 2017 will be included. The task list is updated monthly on the anniversary of the first run date. Tasks automatically expire after 90 days as they no longer fit into the applicable date range. New tasks are added to the existing tasks that have not been closed.

Potential Lost Customer

This phone campaign includes customers who had a service within the last 9-12 months but have not serviced their vehicle since and have no appointment booked.

Lost Customers

This phone campaign includes customers who had a service within the last 12-15 months but have not serviced their vehicle since and have no appointment booked.

Overdue for Service

This phone campaign includes all customers who are 15-45 days overdue for vehicle service based on their past driving habits (time and mileage) and have no appointment currently booked. For example, on August 3, customers with a vehicle due for service between June 19 and July 19th will be included in the campaign tasks. The task list is updated daily. New tasks are added to the existing tasks that have not been closed.

Due for First Service

This phone campaign includes all customers who are due for their first service in 15 days, have no appointment currently booked and have not yet had a scheduled maintenance visit. (If the customer has already had a service visit within the past year and the odometer reading was less than 3,500, the visit is not considered a scheduled maintenance visit and is disregarded.) The task list is updated daily. New tasks are added to the existing tasks that have not been closed.Deferred MPI Recommendations

This campaign includes all customers who have had a service in the last year and have explicitly deferred a recommendation from the multi-point inspection. The task list is updated daily. New tasks are added to the existing tasks that have not been closed.

Delivered Vehicle Follow Up

This phone campaign includes all customers who have had a service marked delivered. It lets the Appointment Coordinator followup with the customer about their service experience. A vehicle is added to the task list the next time the campaign runs if it has been marked delivered in Worksapce indicating it has been returned to the customer. New tasks are added to the existing tasks that have not been closed. To use this campaign, the dealership must be using Workspace for the full service journey.

Import Call List

This phone campaign can be copied in order to create a custom campaign for importing lists of customers directly into Customer Connect. It is not recommended that you use the default campaign itself. Refer to Importing task lists for more information.

Inbound Call List

This phone campaign can be used for logging inbound calls not associated with an active campaign so that the information can be seen when working with the customer in the future. The campaign is included with Customer Connect reports and can be used for Appointment Coordinator compensation.

Vehicle Health Check

This email campaign targets customers with Stellantis-connected vehicles that have a VHR flag, for example a warning light. It replaces the need for the dealership to run an Import Call List campaign using the daily VHR file. The file is automatically imported daily into the campaign. The default is run as a daily email campaign.

Note: In addition to the default phone campaigns listed above, there are a number of default email and text campaigns that a Dealer Administrator can use.